Single AI Troubleshooting Assistant Cut Support Costs by 20%+ for This Global Engineering Firm
See how a global engineering firm cut support costs by 20%+ and resolved field issues 40%+ faster with an AI troubleshooting assistant.
Field troubleshooting ran on slow, Excel-based routines that meant repeat site visits and a constant pull on senior engineers. ConforgeLabs deployed an AI-guided troubleshooting assistant that diagnoses issues from a plain-language description and walks technicians through the fix, dropping support costs 20%+ and resolving issues 40%+ faster.
Every Tricky Fault Ran Through A Spreadsheet.
Diagnosing a problem in the field meant working through slow, Excel-based routines that were never built for the job. They didn't reliably point to a fix, so the same fault often took more than one visit to close: a technician out to the site, back without a resolution, and out again once someone worked out what was actually wrong. That "someone" was usually a senior engineer. The team's most experienced people were pulled into routine diagnoses again and again because the knowledge to solve a given issue lived in their heads rather than in any tool a field tech could reach. It was an expensive way to troubleshoot on two fronts: repeat visits ran up support costs, and senior time went to problems that didn't need that level of expertise if the right guidance had simply been available. And the customer felt every extra day it took to get their equipment running again.
“The same faults kept climbing the ladder to our senior engineers. Not because they were hard, but because nobody else had the playbook.”
